Listening to Patients
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- George Sims
- 8 years ago
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1 Respiratory Clinical Pathway Team Listening to Patients U Working together to improve respiratory care in the North West
2 Don Berwick (NHS 60) Patient at centre of everything Nothing about me without me Clinical leadership at the core, patients need integrated journeys assessment, assurance and improvement of quality Don t put your faith in market forces competition becomes toxic Avoid supply driven care like the plague Aim for Health (the NHS s middle name)
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6 Aims Respiratory Clinical Pathway Team Uniform high level standards of care Positive patient experience Confident commissioning of effective services Respiratory Clinical Pathway Team
7 Skimming Stones: Change Champions
8 Respiratory Clinical Pathway Team Shared learning Change champions Working together to improve respiratory care in the North West
9 End of Life Respiratory Clinical Pathway Team Shared Learning Community pharmacy NWTS PCRS-UK ARNS RINGS Smoking Cessation Respiratory Clinical Pathway Team
10 Patient representation Respiratory program Board Expert Panel (Kite-mark) Breathe Easy Asthma UK Regional and Local Networks
11 NHS North West Respiratory Clinical Pathway Team Calendar of Events NW Respiratory Best Practice awards Networking Event 1: Admissions/Readmissions Networking Event 2: Screening/Case Finding Clinical Best Practice Day 2: PR/Discharge Clinical Best Practice Day 3: Asthma Networking Event 3: Progress and follow up Clinical Best Practice Day 4: Oxygen (follow up event) Patient listening event World COPD Day launch of NW Kite mark Working together to imworking together to improve respiratory care in the North West prove respiratory care in the North West
12 Respiratory Clinical Pathway Team You ve got to start with the customer experience and work backwards to the technology, not the other way round Respiratory Clinical Pathway Team
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14 Listening to your Voice Shared experiences What happened? How did it feel? Map against touch-points in pathway Respiratory Clinical Pathway Team
15 Inspiration NW Care cards Self-confidence Respect Reassurance Effectiveness Safety Comfort Understanding Honesty
16 3 Key sections In the beginning Living with My Chest When I need Help Respiratory Clinical Pathway Team
17 Quotes Stick-man story board Care cards Post-it stickies Sorted into categories Plenary Respiratory Clinical Pathway Team
18 In the beginning Didn t know what was going on Missed or mistaken diagnosis (asthma) Devastated at incurable diagnosis Thought I d miss out on my family growing up Holiday (and other) insurance
19 Service >9hrs in casualty trolley Not always looked after by specialist GP very supportive Nothing we can do for you Felt much better when introduced to Breathe Easy and Pulmonary Rehab
20 Living with my Chest Fortunate to have a caring wife Sometimes get frustrated and grumpy Adopt philosophical view on life My wife was very worried about me Fear of hospital admissions, getting worse, drug side-effects
21 When things go wrong Access to medics when need them Emergency standby drugs Variable quality of reviews (Not) consulted, involved or asked Working closely with doc/nurse
22 Communication Feeling of isolation caused by lack of communication When I come back from the doctors I don t understand what they ve said, they use such big words Nothing we can do Yes there is! In hospital 11 days then rush to discharge
23 Good, Bad, Ugly?
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25 Give me consistent messages Know that my COPD journey started a long time before the diagnosis, or before I saw a health professional Realise the time it takes to get my diagnosis right Help me to understand and manage my own care Introduce me and my carer to the right information about my condition
26 Ensure that when in hospital I get to see a specialist Support groups and networks are very important to me. Make me aware of them. Provide access to pulmonary rehabilitation to keep me healthy Show me you care, involve me in my care Boost my confidence in local NHS services that are there to help me
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30 Positive messages? High Quality Care
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34 Stockport
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37 Legacy Respiratory Clinical Pathway Team K Who will look after the world after I ve gone? Working together to improve respiratory care in the North West
38 Georgina SMP Lorazepam, CBT Palliative care team Pulmonary Rehab Transport!
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